Frequently Asked Questions

Check out our FAQs for quick answers to our most common questions. If you’re experiencing problems with TVNZ, please refer to our Service Updates for the latest platform information. If you’re still stuck, please don’t hesitate to get in touch via our Contact Us form.

To view most content on TVNZ, you need to be in New Zealand. If you're receiving an error message even though you are in NZ, there may be a problem with the settings on your computer which determine your location.

There are a few different problems that could be causing this error message.

1) Check the timezone on your device - make sure it is set to New Zealand time - Auckland/Wellington (+12hrs), and that the time is accurate. Also, please ensure the ‘automatically adjust for daylight savings time’ tickbox is selected

2) Please check if you, or anyone in your household is routing your connection through a VPN (Virtual Private Network). VPNs allows users to appear as though they are actually from a different part of the world.

3) If you recently changed your ISP or internet plan, check with your ISP that your IP address has been correctly set up as a NZ IP.

4) You may be trying to watch TVNZ OnDemand via your Smart TV browser. Our new website is not supported on TV browsers so you won't be able to watch TVNZ OnDemand unless you have the Samsung TV app.

If you can confirm that your household is not using a VPN, your timezone is correct, you are not trying to watch via a Smart TV browser and your ISP is able to confirm that your IP address has been set up correctly, then please get in touch and let us know.

I can't find the TVNZ app in the Windows Store. What do I do?

If you can't find our app in your Windows Store, we'd recommend checking the region settings on your device. You can do this by heading to the Start menu of your device, and navigating to Settings, then to Time & Language.

From there, you'll need to change your region to New Zealand, as TVNZ is only available to viewers inside New Zealand.

If you're having trouble streaming content, here are a few things you can do to ensure an optimal setup at your end:

· If you’re using WiFi on a device that can be connected via cable – please test video playback with a cable.

· If you have to use WiFi on your device – check out the signal strength – if it’s low – try watching while you’re closer to your router and make sure there aren’t too many devices connected to the WiFi.

· If you’re watching through an internet browser (rather than an app), on a desktop/laptop - please try the ‘low’ or ‘medium’ quality settings if you’re not currently using them.

· Make sure there is no-one in your household using all of your bandwidth. Simultaneous internet use on multiple devices on the same connection may result in poor video playback.

· Make sure your internet browser is completely up to date with the latest version. Try an alternative internet browser and see if you have better results.

· If you’re watching TVNZ through one of our apps, try closing other apps on your device to make sure TVNZ has as much bandwidth available as possible.

· If you’re using a desktop/laptop, please close background programs that might be sharing your connection.

· Make sure you have no background downloads running (on any devices in your household).

· Restart your home network by switching off your device(s) and powering off your modem (and wireless router if it’s a separate device) for at least 30 seconds before switching on again.

· If you are using a mobile device, try watching on a different internet connection

· If you have modified any of your device’s connection settings, restore to your Internet Service Provider’s default settings – turn off any VPN connections you may have switched on; reset your device to pick up the default DNS setting. If you are not sure how to do this, get in touch with your device manufacturer.

· Contact your ISP to check if your router is properly set up to communicate with the other devices on your home network.

If you still need to get in touch, before getting back to us, make sure to complete a speedtest, and let us know what the result is: http://www.speedtest.net/

I have a valid account but I’m unable to login on my computer

In order to keep you logged into your account, TVNZ has to save a cookie to your computer. If you’re not able to login, cookies might not be enabled in your browser or your cookie settings may be blocking cookies.

If you are in browsing in Privacy mode or Incognito mode, you will need to turn it off in order to login to TVNZ.

To check/update your cookie settings:

In Chrome

- Check for an icon of a cookie with an x through it on the right hand side of your browser address bar.

- Click on the cookie and you should see a pop up message which says This page was prevented from setting cookies. You’ll need to make sure that “Always allow tvnz.co.nz to set cookies” is checkedso that you can login and have our site remember you.

- If you don’t see the Cookie icon, you can also check your cookie settings by selecting the Chrome menu then Settings > Content Settings. Click on “Manage Exceptions” to add us to your Exceptions list by typing in [*.]tvnz.co.nz and selecting Allow.

- Go to Tools then Options in the Firefox menu.
- Select the Privacy tab
- Select Remember History under "Firefox will:" drop-down menu.
- Hit okay to close and save the new privacy setting.

Safari

- Select Preferences from the Safari menu.
- Select Privacy.
- Select From third parties and advertisers under Block cookies
- Close and save the new privacy setting.

Once you have updated your cookie settings, you should be able to login to TVNZ.

Why do I get a picture but no audio when watching video on my iPad?

Due to some changes we've made recently, you now have to un-mute your device in order to access sound through the TVNZ app. While some other video apps will play sound even with the mute switch on, your device's mute switch needs to be turned off in order to receive sound on TVNZ videos.

Depending on how your device is set up, there are a few steps you'll have to complete in order to get it to work.

Firstly, open the TVNZ app, start playing a video and leave it playing while you complete the rest of these steps.

On the side of your device, please toggle the mute switch on and off, and confirm that you can see it toggling on and off on the screen. Make sure you leave it un-muted.

Beside the mute toggle, use the volume buttons to increase the volume, and you should start to hear audio.

If you have a newer model iPad, the mute switch is not located on the side of your device but in the control panel menu.

To un-mute using the control panel:

To access, exit TVNZ and from your home screen swip upwards.

The control centre should now appear on the screen. There will be an icon of a bell. Tapping on the bell icon will allow you to mute or un-mute the device.

Make sure mute is turned off and try watching your video again in the TVNZ app and you should hear audio

If you still cannot hear audio, increase the volume on the side, and sound should be restored.

How come logging in is compulsory, when it didn't used to be?

We’ve changed TVNZ to make it work better. There are a few reasons why we’ve needed to make login or registration compulsory.

1. So the site works properly.

We’ve added some new features that make TVNZ better and more personal, like the ability to create a watch list and use ‘pick up and play.’ These things only work if you have a login. And as our content library grows, we’ll introduce even more useful functions.

2. So we can keep advertisers happy

We know not everyone loves ads, but they keep things running and let us buy or make new shows for you. Sometimes advertisers will want to speak to specific audiences, so asking for simple info like your age and gender means we can deliver that.

I’m unable to watch video on my Samsung mobile/tablet and receiving an error message saying “processing DRM failed/video is not playable at this time”

If you are receiving this error message, you may need to update your device firmware. Try updating to the latest firmware and see if the problem has resolved. Refer to the Samsung Support website for advice on how to update your device.

If you are still receiving this error after updating to the latest firmware, get in touch and let us know.

Why can't I start watching the same programme on a different device?

If our pick up and play function isn't working for you - make you sure are logged into the same account with the same email address on both devices.

If you have logged in with the same email address on both devices and it's still not working for you, please get in touch and let us know.

Video won't play on my Samsung Mobile or Tablet but ads are playing fine

If you are trying to watch TVNZ on your Samsung mobile or tablet and ads are playing but you can't get the video to play, updating your tablet or mobile's firmware may help fix this.

To do this you need to go to System > General > About Device and tap the “Software update” button and follow the prompts to check if your device needs to update to the latest firmware.

Once you've updated your firmware, try watching video again on the TVNZ to see if this has resolved the problem.

If this is still an issue and you have definitely updated to the latest firmware for your device, please get in touch and let us know.

How does an advertisement know my name?

To make advertising more relevant we sometimes use a technology called ad personalisation.

This works to insert a name you have provided to us, such as during registration, into an advert that is shown to you, or users of your TVNZ OnDemand account, i.e. in the advert’s graphics or imagery. The insertion happens in a similar way to how a mail merge system would work, and is done by TVNZ, and/or our third party personalisation technology service providers on our behalf, after we receive the advert from an advertiser.

We do not share your name or personal information with any advertiser when we use this type of technology, or give an advertiser permission to use your personal details.

Learn more about TVNZ OnDemand Captions

Word up! Closed captions are now available for a select TVNZ OnDemand programmes– including Shortland Street, Home and Away and Coro!

To access captions, select the captions icon and then nz-en at the bottom right of the video player.

We’re committed to bringing our online captioned content more in line with captioning available on TVNZ channels. As more OnDemand shows join the service, here’s a few things you might want to know…

What devices support TVNZ OnDemand captions?

OnDemand captions are available on the following supported devices and end points:

Web (Laptop / Desktop)

IOS (Mobile & Tablet)

Android (Mobile & Tablet)

While captions aren’t available on Chromecast or connected TVs right now, most NZ households will be covered one way or the other given the average New Zealander has 3.6 screens.

Will old episodes be captioned OnDemand?

Captions are available for the latest OnDemand Shortland Street episodes (going back to September this year). From 19 November, we’re adding a lot of new captioned programmes OnDemand. We’re focusing on offering captions for new episodes, rather than going back and captioning past episodes.

When will TVNZ OnDemand captions be available on Chromecast and smart TVs?

Unfortunately, captions are not supported on connected TVs (except for 4th generation Apple TVs) and Chromecast at this time. We’ll let you know if the service expands to these products in the future.

Why aren’t OnDemand ads captioned?

The technology we use to stream ads and programme content run on two different systems– for now, we’ve focused on getting captioning up and running for the show content. We’ll look into OnDemand ad captioning down the track.

What should I do? The captions are not working properly for me.

Sorry to hear that! Drop us a line and let us know what’s playing up and we’ll get to the bottom of it for you. We’re keen to improve the service before we roll out captioning more widely OnDemand and your feedback helps us with that work. Contact us: https://helptvnz.zendesk.com/

Can I search for captioned shows on the TVNZ OnDemand platform rather than looking at the list?

Not at the moment. We’ll let you know if search functionality for captioned programmes becomes available on the TVNZ OnDemand platform at a later date.

Will existing full seasons and express programmes be captioned OnDemand?

Sorry, at this stage we’re not offering captions for express programmes that appear OnDemand before being broadcast on TVNZ channels, or full seasons and library content. Our broadcast schedule determines the timing of when captions come on stream as we’re committed to bring OnDemand captioning in line with what’s broadcast on our channels.

Why isn’t 1 NEWS captioned?

Our live channel streams and live-to-air shows like 1 NEWS won’t be captioned OnDemand unfortunately, as there’s a lot more work required to get that in place. That’s something we’ll look to add in the future.

I’ve forgotten my password. How can I reset it?

Just type in your email address, hit Enter and we'll email you a link to to reset your password.

I’m not able to verify my email address when I click on the link in my inbox

If the email link isn't working for you, try the below steps:

- go to Login/Register and try creating a new account with the same email address and details you used previously.
- You will be prompted to with an option to resend the email if you have already registered with that address.
- Select the "Send" button and you should receive a new email in your inbox.

If the link isn’t working for you, get in touch via our contact form and let us know.

I haven’t received an email to verify my email address

If you haven’t received a verification email, try the following:

Check your junk mail folder or spam filter and move the email into your inbox and click the link to verify your address. If you are using Gmail, check your Social and Promotions folders as well. Once you've found our email, make sure to add to us to your safe senders list!

Try re-creating a new account with the same email address. You will be prompted to with an option to resend the verification email if you have already registered with that address.

Select the “Send” button and you should receive a new email in your inbox.

Click on the link in your inbox and you’re verified. Easy!

How come logging in is compulsory, when it didn't used to be?

We’ve changed TVNZ to make it work better. There are a few reasons why we’ve needed to make login or registration compulsory.

1. So the site works properly.

We’ve added some new features that make TVNZ better and more personal, like the ability to create a watch list and use ‘pick up and play.’ These things only work if you have a login. And as our content library grows, we’ll introduce even more useful functions.

2. So we can keep advertisers happy

We know not everyone loves ads, but they keep things running and let us buy or make new shows for you. Sometimes advertisers will want to speak to specific audiences, so asking for simple info like your age and gender means we can deliver that.

I have a valid account but I’m unable to login on my computer

In order to keep you logged into your account, TVNZ has to save a cookie to your computer. If you’re not able to login, cookies might not be enabled in your browser or your cookie settings may be blocking cookies.

If you are in browsing in Privacy mode or Incognito mode, you will need to turn it off in order to login to TVNZ.

To check/update your cookie settings:

In Chrome

- Check for an icon of a cookie with an x through it on the right hand side of your browser address bar.

- Click on the cookie and you should see a pop up message which says This page was prevented from setting cookies. You’ll need to make sure that “Always allow tvnz.co.nz to set cookies” is checkedso that you can login and have our site remember you.

- If you don’t see the Cookie icon, you can also check your cookie settings by selecting the Chrome menu then Settings > Content Settings. Click on “Manage Exceptions” to add us to your Exceptions list by typing in [*.]tvnz.co.nz and selecting Allow.

On your Samsung Smart TV simply close the app, wait a couple of minutes then reopen and try logging in again.

If you are still unable to login, please contact us and let us know.

I haven’t registered for TVNZ. Why have I received an email from you asking me to verify my email address?

Someone may have accidentally made a typo and tried to set up a TVNZ account using your address. So you can either ignore the email you've received, or go ahead and finish creating an account (it's your email address after all!) Just make sure to use the 'forgotten password' links to change your password when you login for the first time.

Can I update my email address?

Not right now, sorry. If you want to use a different email address, you’ll need to create a new account with your alternative email address. Don’t forget to verify your new account too!

Why does TVNZ need my personal info?

Your personal information will be essential to run the new version of TVNZ and make sure that content is relevant and delivered in the best way for you and your computer. We will use it:

1. To make things better for you.

We use what we know about you to display shows we think you’ll like, make recommendations and so you can save your favourite settings and shows. It’s also handy for system admin.

2. To communicate with you.

We’ll use your details to let you know about updates to the site or other things we think you’ll like. We’ll also need it to provide technical support and reply to any questions you have.

3. To make our website better.

We use your information together with other people’s to look at website traffic, analyse trends and generally help us build a big picture view of how the site is working. These insights are important to make the site better for you and our advertisers.

4. To help make advertising more relevant.

We share stats and data with our advertisers to help make their ads more relevant. When we share your data in this way, we will never identify you individually unless you’ve specifically said that it’s okay to do that (e.g. if you opt in to hear more about an advertiser’s stuff.)

So what personal information do I need to give you when I sign up?

When you set up your login for TVNZ OnDemand, we ask you for a few basic details. These are:

1. Your name

2. Your email address

3. Your gender

4. Your age range

Why are you asking for these particular details?

We need your name and email your address for TVNZ so when you log in, we know you’re you. But there are a few other reasons too:

1. Recommending things you’ll like.
When we know your age and gender, we can recommend shows we think your might be interested in.

2. Planning what we do next.
Knowing about our viewers and what they like can help us make decide what shows to buy, or figure out what new shows we should make.

3. More interesting advertising.
We can pass on your non-personal information (so your age, gender and the area you live) to our advertisers so they can show you the ads they think will appeal most.

How does giving you my details benefit me?

Having a personal login for TVNZ will let you set everything up just the way you like it. You will be able to save all your ‘favourites’ in one place, and make watch lists so you can marathon all the episodes of your favourite shows.

With a personal login, if you get interrupted, you will be able to carry on watching from where you left off - on any device.

And the bigger our library of content gets, the more useful personalisation will be.

You’ll be able to find, save and shortcut to all your favourite shows, and in the future we’ll be able to bring you even more great personalised features like sending you reminders when new episodes are available, or recommending shows we think you’ll like.

Who sees my information? Do you share it with anyone?

We will keep your info safe. The only people who see it are authorised TVNZ employees, or there may be authorised third parties working with us to deliver your services. This could be contractors, suppliers or agents providing a service for TVNZ, but we only use trusted TVNZ-approved organisations and we never pass on your personal details directly to advertisers.

Is my information safe?

Yes. We’re big on security, so we keep your information confidential and protect every detail you share with us from unauthorised access.Only a small group of people at TVNZ will have access to your personal data.

If we work with any outside services to handle data, we only use TVNZ-approved organisations and we never pass on your personal details directly to advertisers

What does ‘third party behavioural advertising’ mean?

We sometimes get different advertising networks to play you ads to when you’re using TVNZ. That’s where the ‘third party’ bit comes in.

They place Cookies (the nerdy kind, not the edible ones) in your device that show when you’ve visited a site before. It means they can see what you’re interested in, and play you the ads you’ll like most.

If you’d like to know more about what info we share, and in what way, read Can we share your information with others? in our Privacy Policy.

What if I’m not over 18?

You need to be at least 13 to use the new version of site, and if you’re under 18 you’ll need permission from a parent or guardian before you sign up to use TVNZ.

For more information, take a look at "Who can use the site?"in our House Rules section.

Are you going to send me spam?

No. Every once in a while you might get a service message about our site, but we don’t send you marketing messages unless you want us to. This means you have to opt in to receive regular emails from TVNZ. If you’re getting marketing messages already and you want to stop, you can use the 'unsubscribe' or the 'stop' function.

Do you sell my personal info to anyone?

No. We won’t sell your details to anyone. We only use your non-personal information to help advertisers target specific audiences, for example ‘men in their thirties.’

Will you let me know if your policies, or your T&Cs change?

If we change or update anything, it’ll always be on our site, so it's a good idea to check back every now and then.

If it’s anything we think will be a major change for you, we’ll flick you an email and let you know about it.

If you have any other questions, queries or even if you have a complaint (but we hope you don’t) flick us an email via our Contact form

How do I unsubscribe from your email newsletter?

In order to unsubscribe from our Marketing emails, you'll need to update your settings.

To do this:

- on desktop, hover over "Hi (your name)" and select Settings. From the Edit Your Details page, uncheck "Be the first to know" under Change Prefrences and then select Update Preferences to save your changes.

- on the mobile and tablet app, select Settings from the main menu and then under TVNZ Account, select the Open Browser button. From there you will be taken to a browser window in order to login into your account. Once you have logged in uncheck "Be the first to know" under Change Preferences then make sure to select Update Preferences to save your changes.

How do I contact TVNZ?

Do you keep tabs on what I watch?

We collect data on how people use our services and watch our content online. This information doesn’t identify you individually so no one will be any the wiser about your guilty pleasure viewing habits!

We use Nielsen Content Rating software to collect information about things like the shows people watch, the time they watch and the device they use.

This help us and our advertisers better understand what shows New Zealand is watching. It helps us develop and improve our products and services to ensure we’re giving viewers what they want.

When do episodes publish and why do they expire?

The time it takes for episodes to be made available on TVNZ is dependent on the online rights that we have for that show. For example, we can put most shows up immediately after they've finished airing on TV, and with premiering shows we can often put them up on TVNZ after they've aired on the US West Coast or when the episodes arrive at TVNZ.

With regards to rights, the period of time TVNZ can have a show and its episodes available in OnDemand can differ greatly from one show to the next. For example, we can have episodes of Shortland Street up for 6 months, while an Express show playing right after it airs in the U.S. may only be available for 14 days.

We sometimes have content with stacking rights too, where we're limited to how many episodes of a show we're allowed up at one time.

In saying the above, we're working really hard to change the length of time we get shows for, and how many episodes of a show we're allowed to have up at the same time. We're also working to get more full seasons of shows than ever before!

Why are there only some episodes or different seasons of my favourite show available on TVNZ?

While TVNZ OnDemand has always provided catch up episodes of your favourite TVNZ1 and TVNZ2 shows, we are committed to bringing you the latest episodes of some shows hot off the satellite from the States.

So if you are seeing some episodes of a show like Scandal from the beginning of a season and some from the end of a season, that’s because we are premiering episodes of that show straight after they air in the States as well as playing the same season again from the beginning on TVNZ1 or TVNZ2.

You can find out more information hereon which shows are premiering at TVNZ OnDemand and when they will be available.

What do the programme classifications I see on Ondemand mean?

G programmes should exclude material likely to be unsuitable for children. Programmes may not necessarily be designed for child viewers but should not contain material likely to alarm or distress them.

PG

Parental Guidance recommended for young viewers

PG programmes are more suited for mature audiences, but may be suitable for children subject to the guidance of a parent or other adult. Parents and caregivers are expected to monitor their child’s viewing of PG programmes.

M

Suitable for Mature audiences 16 years and over

M programmes contain adult themes and are directed primarily at mature audiences. When considering whether to let a child see an M-rated programme it’s a good idea to find out what the film is about – and to always remember to check the descriptive note.

Why isn’t there a new premiere episode of my show each week?

Unlike the New Zealand TV schedule, US TV shows often take breaks, and there are times when older, repeat episodes are screened instead of new episodes. This can happen at various points throughout the season, including Thanksgiving, Christmas and large sporting events (like Superbowl or the Olympics).

When a new episode of a fast tracked show goes to air in the States, it will be available on OnDemand within 48 hours.

If there is a schedule change, we’ll keep each show site updated to let you know when we expect the next episode to be available.

Why has the episode I wanted to watch disappeared?

If you find that the episode you're looking for has disappeared from the site, it is most likely because our online rights to it have expired.

Can I download a show to watch later?

Due to online rights obligations, we do not offer downloads of our video content, so episodes must be watched online at TVNZ OnDemand. You can save an episode to your watchlist to view later, however you will need to watch it before the online rights expire.

Does TVNZ charge me to use the service or is it free?

TVNZ will not charge you for any of the videos or content you watch. It's all free.

Why do I have to watch adverts?

TVNZ OnDemand is an advertising-funded service – having advertising in our shows mean we can continue to premiere our fantastic range of shows like iZombie and Scandal for free!

Will the TVNZ be available on other types of internet connected TVs as well as Samsung? (IPTV)

Yes! TVNZ have partnered with Freeview, Mediaworks and Māori Television to launch Freeview Plus which will enable viewers to access OnDemand content via a 8 day catch up guide as well as via a TVNZ app.

TVNZ via Freeview Plus will be available on new LG, Samsung, Sony and Panasonic FreeviewPlus Smart TVs and Dish TV FreeviewPlus set top boxes from all leading electronics retailers and will be available to purchase from April / May 2015. Viewers who upgrade to these Smart TVs or boxes and connect them to their UHF aerial and home broadband, will automatically pick up the FreeviewPlus service when it goes live.

Is TVNZ available on Chromecast?

Good news! We've launched Chromecast on iOs and Android. Make sure to update to the latest version of the app to get Chromecast on your device.

Currently though, we don't officially support Sony Android TV models with Chromecast built into them.

Will TVNZ be available on Apple TV?

TVNZ has an Apple TV app available for 4th Generation and 4K Apple TV devices. Please make sure your device is running the latest software update.

If you do not have a TVNZ account, you'll need to register on another device first.

Can I use TVNZ OnDemand overseas?

Unfortunately no - most of our TVNZ OnDemand videos are only viewable from within New Zealand due to our rights agreements so right now the new version of TVNZ OnDemand is not available outside of New Zealand.

However we are working to provide a selection of locally produced shows to viewers outside of New Zealand.

How do I contact TVNZ?

How to whitelist TVNZ

Advertising allows us to bring you the best local and international content for free, so if you're using an AdBlocker, we'd really appreciate your support in whitelisting TVNZ.

If you're willing to do this, the steps to whitelisting TVNZ may vary depending on what browser you're using and the kind of AdBlock plugin you're running. However, there are a few basic rules which should help!

Please open your AdBlock. An icon for this plugin should be visible in the top right hand corner of your browser's tool bar.

Upon opening it, your AdBlock plugin should offer you the option to enable/disable it for the domain you're currently on.

Please choose to disable your AdBlock plugin.

After this, we'd recommend refreshing the browser tab you were trying to watch video on. Or, simply use the 'back' navigation button in your browser to return to the video page you were on.

If after disabling your AdBlock you are still getting a message detecting one when using TVNZ sites, we'd recommend checking for further options in your AdBlock for disabling it 'domain-wide'. That way, your AdBlock won't run on our TVNZ sites!

If you're not sure whether you have an AdBlock running but you've received a message from TVNZ saying you do, we'd recommend checking out the icons in the top right hand corner of your browser. It may be someone else has installed an AdBlock on your device.

Once again, we really appreciate your support. If there's anything you'd like to discuss, please don't hesitate to send us a message using our Contact Form.

I'm receiving an error code when trying to watch video. What do I do?

If you're receiving an error code when you try to watch video, we'd recommend you try updating your browser version. If this has no effect, please try an alternative browser to see if that works better.

If the error code persists, please contact us and let us know your browser, operating system details, and versions of both. If you're unsure of these, an easy way to check is to visit this site here: https://supportdetails.com/

What do I need to be able to watch TVNZ?

You must have broadband internet connection. Dial up won't cut it sorry!

Most programmes require you to be viewing from within NZ

Computer timezone must be set to '(GMT+12:00) Auckland, Wellington

You must not be blocking ads from our ad servers. In order to watch TVNZ OnDemand video ensure the following sites are added to your ad blocking software white list:

tvnz.co.nz

ad.doubleclick.net

ad.au.doubleclick.net

ad.nz.doubleclick.net

secure-nz.imrworldwide.com

2mdn.net

www.google-analytics.com

Is there any way to use Chromecast and TVNZ OnDemand?

We’re currently working on support for Chromecast with the TVNZ OnDemand app.

However, in the meantime, you can still enjoy all your favourite shows on the big screen with Chromecast by ‘Tab Casting’ on a computer.

Simply put, to do this all you have to do is Cast a Chrome browser tab from your computer to Chromecast, mirroring what’s on your screen onto the TV. You’ll need to have the latest version of Chrome, and to search for and install the Google Cast extension for your Chrome browser.

Once you’ve done that, you’ll see a little Cast icon available in your browser. Simply press that icon in the tab you want to Cast, choose the Chromecast device you want to Cast to, and the icon will turn blue.

This way, you’ll be able to watch TVNZ OnDemand through Chromecast on the big screen, while we work on support for the app!

Why won't video play back on my Mac desktop/laptop?

If the video player on your Mac is turning grey and not playing content, we'd recommend checking and then clearing any manually configured DNS server address that you may have in effect.

You will need to use the one provided by your ISP. For steps on how to edit the DNS server on OSX, please head here.

For the best experience watching live shows, what browser should I use?

We'd recommend users try a browser like Chrome in order to have the most consistent experience watching live content on TVNZ.

To view most content on TVNZ OnDemand, you need to be in New Zealand. If you're receiving an error message even though you are in NZ, there may be a problem with the settings on your computer which determine your location.

There are a few different problems that could be causing this error message.

1) Check the timezone on your device - make sure it is set to New Zealand time - Auckland/Wellington (+12hrs), and that the time is accurate. Also, please ensure the ‘automatically adjust for daylight savings time’ tickbox is selected

2) Please check if you, or anyone in your household is routing your connection through a VPN (Virtual Private Network). VPNs allows users to appear as though they are actually from a different part of the world.

3) If you recently changed your ISP or internet plan, check with your ISP that your IP address has been correctly set up as a NZ IP.

4) You may be trying to watch TVNZ OnDemand via your Smart TV browser. Our new website is not supported on TV browsers so you won't be able to watch TVNZ OnDemand unless you have the Samsung TV app.

If you can confirm that your household is not using a VPN, your timezone is correct, you are not trying to watch via a Smart TV browser and your ISP is able to confirm that your IP address has been set up correctly, then please get in touch and let us know.

I have a valid account but I’m unable to login

In order to keep you logged into your account, TVNZ has to save a cookie to your computer. If you’re not able to login, cookies might not be enabled in your browser or your cookie settings may be blocking cookies.

If you are in browsing in Privacy mode or Incognito mode, you will need to turn it off in order to login to TVNZ.

To check/update your cookie settings:

In Chrome

- Check for an icon of a cookie with an x through it on the right hand side of your browser address bar.

- Click on the cookie and you should see a pop up message which says This page was prevented from setting cookies. You’ll need to make sure that “Always allow tvnz.co.nz to set cookies” is checkedso that you can login and have our site remember you.

- If you don’t see the Cookie icon, you can also check your cookie settings by selecting the Chrome menu then Settings > Content Settings. Click on “Manage Exceptions” to add us to your Exceptions list by typing in [*.]tvnz.co.nz and selecting Allow.

- Go to Tools then Options in the Firefox menu.
- Select the Privacy tab
- Select Remember History under "Firefox will:" drop-down menu.
- Hit okay to close and save the new privacy setting.

Safari

- Select Preferences from the Safari menu.
- Select Privacy.
- Select From third parties and advertisers under Block cookies
- Close and save the new privacy setting.

Once you have updated your cookie settings, you should be able to login to TVNZ.

Do videos on TVNZ OnDemand pre-download before I start watching?

No. All videos on TVNZ stream as you watch them, downloading only a five-second advance buffer. This means you only use up data for video that you watch. It also means you can quickly skip to the end of a video if you want to without waiting for it to download.

TVNZ OnDemand is not loading correctly or playing out video in Internet Explorer 8

Internet Explorer 8 is not supported with this version of TVNZ OnDemand.

We recommend using a browser such as Google Chrome, Mozilla Firefox, Safari. If you want to use a version of Internet Explorer, we recommend using the latest version you can update to.

My video player controls have disappeared

It's possible that the zoom settings on your browser are preventing you from seeing the video player's control panel. To alter this, hold down CTRL + 0 or press CTRL + until your browser's zoom settings have reset to 100%.

Alternatively, you can find the 'Zoom' settings in the file menu of your browser, and alter them there. This will re-size your browsing window, and you should be able to see all the player control buttons.

Error message saying not in New Zealand

To view most content on TVNZ OnDemand, you need to be in New Zealand. If you're receiving an error message even though you are in NZ, there may be a problem with the settings on your computer which determine your location.

The data used for detecting your location is your IP address and your time settings.

Please note that your time setting is not just the clock time that is displaying, but the actual timezone that is set within your computer.

To set up your timezone...

· If you're using Windows, just double-click on the time at the bottom right of your screen. When the 'Date And Time Properties' box opens up, click the 'Time Zone' tab - then make sure it is set to 'GMT +12:00) Auckland, Wellington'. Then click OK and you should be good to go.

· If you're using a Mac, click on the time at the top right of your screen, then click 'Open Date And Time...' After that opens up, click the 'Time Zone' tab, and make sure the time zone is 'NZST' and the closest city is 'Wellington - New Zealand'. Once that's done, it should be all set up.

If it's not an issue with your time zone, check if someone in your home has done something to your computer to make it appear like it's not in NZ.

Common reasons for doing this include masking your NZ IP address to access international websites via a VPN or custom DNS service like Hola, Zenmate or Hide My Ass. This will need to be turned off so you can watch TVNZ OnDemand video.

Check with the technical expert in your household if you're not sure how to do this!

Video advertisement plays, but programme does not start / "Content not available to view" error message

Our international content is stored on a different server to our local content, and uses a different port (port 1935) on your computer to stream video. If this port is blocked, the international shows won't play.

To check if this is your issue, please try to view a local show, such as Shortland Street, and then try an international show, such as Grey's Anatomy. If only the local show plays, you most likely have port 1935 blocked.

This port is often blocked by institutions, such as workplaces or universities, but if you are at home, please contact your Internet Service Provider to find out how to unblock port 1935.

A particular show I want to watch live in OnDemand isn't offered? Why not?

Unfortunately, due to the current rights agreements we have with content providers, we are unable to live stream every single show we have at the present moment.

To begin with, we are live streaming as many of our News and Current Affairs shows as possible, with the aim to deliver more shows, and new events, live in the future.

Programme freezes and stutters

TVNZ OnDemand is optimised for users on broadband connections. To test your connection to our servers, please take a speed test below:

How do I contact TVNZ?

Video and advertising no longer autoplays in OnDemand. Why not?

Some viewers on MacOS using Safari have found advertising and video no longer autoplays, with the play button potentially having to be pressed multiple times to watch a show.

Unfortunately, this is a feature of the Safari version 11 update in conjunction with Apple's High Sierra release, and out of TVNZ's control. Safari version 11 contains autoplay blocking for video.

If you'd like to resolve this on TVNZ.co.nz, head to the Safari menu by clicking on the Safari name in the top left corner of your browser. Then, click 'Settings for this website' while on TVNZ.co.nz, and then find the 'auto-play' drop-down to change the browser's behaviour to allow auto-play.

How do I get the TVNZ OnDemand app for iPad, iPhone and iPod touch?

Glad you asked! It's simple really. The app's free and available from the iTunes App Store right here for iPhone, iPad and iPod touch. The easiest way to get the app is to download it from the App Store on your actual device.

When using AirPlay with TVNZ OnDemand, my show didn't play. What do I do?

First and foremost, please make sure you have the latest firmware installed on your device for the best experience.

We'd also recommend pausing any advertisement or episode that isn't playing, then hit play again. You may need to disconnect and reconnect AirPlay.

In order to use AirPlay, you will need to have one of the following devices:

iPod Touch 4th generation onwards

iPad mini or an iPad 2 onwards

iPhone4 onwards

Apple TV 2nd generation onwards

Can I use Chromecast with the TVNZ app?

Good news! We've launched Chromecast on iOs and Android. Make sure to update to the latest version of the app to get Chromecast on your device.

Currently though, we don't officially support Sony Android TV models with Chromecast built into them.

Will I have to download the app twice if I have both an iPad and an iPhone (or iPod touch)?

Yes, you will need to download the app separately onto your iPad, iPhone or iPod touch.

I can't access the TVNZ app on my iPad

We've launched a new version of the TVNZ OnDemand app which means you will need to re-download the app for your iPad.

Firstly, remove the old version of the TVNZ OnDemand app by tapping and holding the app icon then hit X to delete the app.

Next, go into the App store and search for "TVNZ OnDemand". To find the new app, you'll need to change the search options in the top left hand corner to iPhone.

You'll be able to recognise the new app by the new green and white TVNZ OnDemand logo.

Once you've downloaded the app, you will just need to login or sign up to create a new account in order to access the brand new TVNZ OnDemand and use our cool new features like watchlists and pick up and play.

I have one of the devices listed above so why can't I find the app in the App Store?

Hmmm, it's likely that your device is running an iOS version lower than iOS 6. You can check which software version you are running by going to "Settings > General > About > Version". Advice on upgrading your software version can be found here.

It's also possible that you're signed in to the iTunes App Store with an overseas Apple ID. Make sure you sign in with your NZ account as the app is only available to folks based in New Zealand!

You can either change the country/region of your current account without losing any of the content you have purchased from Apple - or you can sign out and create a new account that is registered in NZ - and then sign into this account in the iTunes store to download the app.

Once you have downloaded the app, you can sign back into your overseas account. You'll just have to log in and out of the stores when you are notified about any app updates - which isn't too often.

Why does my video keep stopping and starting?

You might not have enough data or bandwidth available to watch the video.

Try watching the same video on TVNZ OnDemand via a computer on the 1500k setting or try watching a different video app like You Tube to see if videos are able to play out.

If it plays without freezing then there may be another issue, in which case you should contact us.

Why won't video play back at all?

First check that you aren’t on a 3G connection and your app settings “Let me play videos when using my mobile data” is switched off.

Is your device jail broken? We are unable to support jail broken/rooted devices as this breaches the contractual agreements we have with our content providers.

If your device is not jailbroken but you still have a problem with videos not playing then please contact us.

My video has stopped playing. What can I do?

There are three things you can do to try and reset the app to get video working again:

1. Try restarting the app. Exit out of the app by pressing the Home button then double-press the home button again (i.e. two quick presses). Swipe left through the list of apps until you find TVNZ OnDemand and swipe up to close

2. Try restarting your device. Hold down the power button on the top right and wait until the Slide to Power off message appears. Select Slide to Power off, wait 30 seconds then hold down the power button again to turn your app back on.

3. Delete the app from your device and re-download from the App store. To do this, exit out of the app then hold down the TVNZ OnDemand app icon until the X appears on the corner of the icon and select X to delete. Once you’ve removed the app, go into the App store, search for the TVNZ OnDemand app and download.

I'm getting a blank screen and video won't play when I return to the app

We are aware of this issue and working on a fix. In the meantime, you can resolve by forcing the app to close. You can do this by exiting out of the app by pressing the Home button then double-press the home button again (i.e. two quick presses). Swipe left through the list of apps until you find TVNZ OnDemand and swipe up to close. When you open the app and you should find it working again and you’ll be able to continue watching where you left off by finding the video on the TVNZ OnDemand homepage or in your viewing history on your My Shows page.

How do I check if my device is jailbroken?

From the home screen of your device, swipe all the way to the left hand side or swipe up from the bottom for iOS7 or iOS8 so that the search screen comes up. Then type in "cydia". If an app result from Cydia comes up, then your device is jailbroken.

How do I un-jailbreak my device?

How much of my Internet data cap will I use up?

Watching TVNZ OnDemand online video uses a lot less data than many people think.

The app works by delivering the best picture quality possible at any given moment.

The data usage is based on the default bitrate streaming of 300kbps for PCs and laptops. Smart TVs, tablets, smartphones and gaming consoles which use adaptive streaming, are based on the highest streaming level available of 1000 kbps and 800kbps for gaming consoles. Actual data usage on these devices may vary depending on the connection speed available to the viewer on their respective ISP plan.

Charges for data usage by your Internet Service Provider (ISP) are not included or covered. We suggest speaking with your ISP if you have any concerns about your data usage.

Can I watch shows with a 3G connection?

Yes, but be aware that a 22-minute show could use as much as 161MB of your available data.

Why can't I choose a video stream quality?

In English, this means it works by detecting your available connection speed and device capabilities and then selects a picture quality that best matches these at that very moment. Clever eh?

If your available connection speed changes while video is being played out, the picture quality will adjust as required. This results in very minor freezing of video, fast start time and ultimately the best viewing experience possible regardless of your device or connection speed. Hope that translation helped!

Why am I receiving an error message saying not in NZ?

To view most content on TVNZ OnDemand, you need to be in New Zealand. If you're receiving an error message even though you are in NZ, there may be a problem with the settings on your computer which determine your location.

The data used for detecting your location is your IP address and your time settings.

To check or set up your timezone:

Start the settings app, tap General, tap Date & Time and ensure the Time Zone item is set to either:

· Waitangi, New Zealand

· Auckland, New Zealand

· Chatham Islands, New Zealand

· Wellington, New Zealand.

If it's not an issue with your time zone, check if someone in your home has done something to your computer to make it appear like it's not in NZ.

Common reasons for doing this include masking your NZ IP address to access international websites via a VPN or custom DNS service like Hola, Zenmate or Hide My Ass. This will need to be turned off so you can watch TVNZ OnDemand video.

Check with the technical expert in your household if you're not sure how to do this!

Why do I get a picture but no audio when watching video on the TVNZ OnDemand app?

Getting no sound when watching video? You now have to un-mute your device in order to access sound through the TVNZ Ondemand app.

If you have the volume turned up on your iPad or iPhone with but don’t get any sound, make sure the side toggle (mute switch) is not turned on. When the mute switch is on, the volume controls may still change and some other apps will play audio but the TVNZ OnDemand app won’t play sound.

If you have a newer model iPad, the mute switch is not located on the side of your device but in the control panel menu.

To un-mute using the control panel:

1. To access, exit TVNZ OnDemand and from your home screen swipe upwards.

2. The control centre should now appear on the screen. There will be an icon of a bell. Tapping on the bell icon will allow you to mute or un-mute the device.

3. Make sure mute is turned off and try watching your video again in the TVNZ OnDemand app and you should hear audio

4. If you still cannot hear audio, increase the volume on the side, and sound should be restored.

Why am I being asked to update my TVNZ OnDemand app?

If you are being forced to update your app, it will be because we have made an update to the app that is critical to its use. Because of this, we will have locked previous version of the app and you will now need to update in order to continue using the service.

Why doesn’t the video I was watching earlier start from where I left off?

If your device is switched off or runs out of battery while watching a video you won’t be able to watch where you left off, sorry. But if you are having trouble with video not starting from where you left off and your device hasn’t been turned off, get in touch and let us know.

Why do I get audio and no picture when watching video?

You may not have enough bandwidth available to watch the video, and the app has downgraded to an audio-only stream.

Try watching the same video on TVNZ OnDemand via a computer on the 1500k setting.

If that plays without freezing then there may be another issue, in which case you should contact us

Still having problems?

If you hit a problem that isn’t covered above, then try closing the app and then opening it again to see if the problem goes away.

(See Video has stopped playing back in the app. What can I do? above for instructions)

Why is a show not appearing in my favourites?

If you find a show is not appearing in your favourites list after you have added it, there may be a problem with that particular show so get in touch and let us know.

How do I contact TVNZ OnDemand?

Easy, you can contact TVNZ OnDemand via our Contact Form by clicking here.

Is there an Apple TV app?

Great news! TVNZ has an Apple TV app available for 4th Generation and 4K Apple TV devices. Please make sure your device is running the latest software update.

If you do not have a TVNZ account, you'll need to register on another device first.

When do episodes publish and why do they expire?

The time it takes for episodes to be made available on TVNZ is dependent on the online rights that we have for that show. For example, we can put most shows up immediately after they've finished airing on TV, and with premiering shows we can often put them up on TVNZ after they have aired on the US West Coast or when the episodes arrive at TVNZ.

With regards to rights, the period of time TVNZ can have a show and its episodes available in OnDemand can differ greatly from one show to the next. For example, we can have episodes of Shortland Street up for 6 months, while an Express show playing right after it airs in the U.S. may only be available for 14 days.

We sometimes have content with stacking rights too, where we are limited to how many episodes of a show we're allowed up at one time.

In saying the above, we are working really hard to change the length of time we get shows for, and how many episodes of a show we are allowed to have up at the same time. We are also working to get more full seasons of shows than ever before!

Why are there only some episodes or different seasons of my favourite show available on TVNZ?

While TVNZ OnDemand has always provided catch up episodes of your favourite TVNZ shows, we are committed to bringing you the latest episodes of some shows hot off the satellite from the States.

So if you are seeing some episodes of a show like Scandal from the beginning of a season and some from the end of a season, that is because we are premiering episodes of that show straight after they air in the States as well as playing the same season again from the beginning on TVNZ 1, TVNZ 2 and TVNZ DUKE.

Why isn’t there a new premiere episode of my show each week?

Unlike the New Zealand TV schedule, US TV shows often take breaks, and there are times when older, repeat episodes are screened instead of new episodes. This can happen at various points throughout the season, including Thanksgiving, Christmas and large sporting events (like Superbowl or the Olympics).

When a new episode of a fast tracked show goes to air in the States, it will be available on OnDemand within 48 hours.

If there is a schedule change, we will keep each show site updated to let you know when we expect the next episode to be available.

Why has the episode I wanted to watch disappeared?

If you find that the episode you are looking for has disappeared from the site, it is most likely because our online rights to it have expired.

Can I download a show to watch later?

Due to online rights obligations, we do not offer downloads of our video content, so episodes must be watched online at TVNZ OnDemand. You can save an episode to your watchlist to view later, however you will need to watch it before the online rights expire.

Does TVNZ charge me to use the service or is it free?

TVNZ will not charge you for any of the videos or content you watch. It is all free.

Why do I have to watch adverts?

TVNZ OnDemand is an advertising funded service, having advertising in our shows mean we can continue to premiere our fantastic range of shows like iZombie and Scandal for free!

Can I use TVNZ OnDemand overseas?

Unfortunately no - most of our TVNZ OnDemand videos are only viewable from within New Zealand due to our rights agreements so right now the new version of TVNZ OnDemand is not available outside of New Zealand.

However we are working to provide a selection of locally produced shows to viewers outside of New Zealand.

Why does my video keep stopping and starting?

You might not have enough data or bandwidth available to watch the video:

Try watching the same video on TVNZ OnDemand via a computer or try watching a different video app like You Tube to see if videos are able to play out.

Why can't I choose a video stream quality?

In English, this means it works by detecting your available connection speed and device capabilities and then selects a picture quality that best matches these at that very moment. Clever eh?

If your available connection speed changes while video is being played out, the picture quality will adjust as required. This results in very minor freezing of video, fast start time and ultimately the best viewing experience possible regardless of your device or connection speed. Hope that translation helped!

Why am I being asked to update my TVNZ OnDemand app?

If you are being forced to update your app, it will be because we have made an update to the app that is critical to its use. Because of this, we will have locked previous version of the app and you will now need to update in order to continue using the service.

What can I watch on Live TV?

With Live TV, you are now able to watch channels TVNZ 1, TVNZ 2 and TVNZ DUKE live, on the TVNZ.co.nz site and in the app.

So, if your favourite show plays on any of our channels, you can watch it live with TVNZ at the time it would play on TV!

Can I rewind a Live TV stream?

Unfortunately, we are unable to offer a rewind function with our Live TV due to rights agreements.

However, if you catch the end of something and feel like watching the start, or earlier episodes of the show, we would recommend you check whether there is an OnDemand catch up episode available!

A particular show I want to watch live isn't available. Why not?

If a show is not available live, we would recommend using the Live TV option to try watch it. Whether it broadcasts on TVNZ 1, TVNZ 2 or TVNZ DUKE, you will be able to watch that show on this channel using our Live TV functionality.

If the show is not on one of our broadcast channels, unfortunately due to the current rights agreements we have with content providers, we are unable to offer standalone live streams of every single show we have at the present moment.

How will I know when a new episode has been added to My Favourites?

On Apple TV your My Favourites selection will display on the first belt on the Homepage. When a new episode is added, the Show tiles will display a New Episodes badge.

Any episodes that are soon to expire will also include a badge so you do not miss out.

Still having problems?

If you hit a problem that is not covered above, then try closing the app and then opening it again to see if the problem goes away.

To close the Apple TV app, click on your name in the main navigation menu and then select Log out.

My app has frozen, how do I restart it?

Press the Home button to return to the Home screen of your Apple TV.

Double-press the Home button to enter multitasking mode.

Swipe left or right to select the app in question.

Swipe up to force quit the app.

How do I add a show to My Favourites?

Just use the star icon next to the show on the Show page. On Apple TV your My Favourites selection will display on the first belt on the Homepage.

Where is the A-Z?

If you’re looking for shows in an A-Z format, you’ll need to head to the Search option. By default, this presents all our content in alphabetical order and offers letters to narrow the search by.

How can I find the show I want?

TVNZ OnDemand on Apple TV has voice search so you can find the shows you want faster! Simply head to the search section in the app and use the microphone button on your remote. If you’re unsure of what to do, the app has some instructions as you go to help.

If you’re a bit more old fashioned, you can always use the remote to select letters and spell the show you’re after!

How do I change channels when using Live TV?

If you’re watching a Live TV channel and you feel like a change or checking what else is on, simply swipe up on your remote. You’ll be able to browser what’s playing elsewhere and change channels.

How do I register for the app?

If you haven’t got an account, you’ll need to register and verify your account on a device other than your Apple TV 4th Generation or 4K, as we don’t have Registration functionality built into this app. After registering, you should be free to login to the TVNZ OnDemand app on your Apple TV!

To view most content on TVNZ, you need to be in New Zealand. If you are receiving an error message even though you are in NZ, there may be a problem with the settings on your computer which determine your location.

There are a few different problems that could be causing this error message.

1) Check the timezone on your device - make sure it is set to New Zealand time - Auckland/Wellington (+12hrs), and that the time is accurate. Also, please ensure the automatically adjust for daylight savings time tickbox is selected

2) Please check if you, or anyone in your household is routing your connection through a VPN (Virtual Private Network). VPNs allows users to appear as though they are actually from a different part of the world.

3) If you recently changed your ISP or internet plan, check with your ISP that your IP address has been correctly set up as a NZ IP.

If you can confirm that your household is not using a VPN, your timezone is correct, you are not trying to watch via a Smart TV browser and your ISP is able to confirm that your IP address has been set up correctly, then please get in touch and let us know: https://www.tvnz.co.nz/ondemand/contact-us

How do I get the TVNZ OnDemand app for my supported Android device?

Glad you asked! It's simple really. The app's free and available from the Play Store.

To download the app, follow these simple steps:

Open up Play Store on your smartphone.

Find 'TVNZ OnDemand' through the search function.

Tap on the TVNZ OnDemand app, click the 'free' button and away you go!

What are the supported devices and software for the app?

The TVNZ OnDemand Android app has been designed to run on smart phones using Android 4.3 and above. We’ve done our best to acquire and test the app on as many different Android smart phones as possible, but unfortunately there’s no guarantee that it will work on some as well as it does on others.

If you’re having trouble with the TVNZ OnDemand app, unfortunately it may simply be that our app isn’t compatible with your device, especially if it’s an older model.

If you have one of the latest Android smart phones, but only advertisements play in the OnDemand app before an error message reads ‘The video cannot be played at this time,’ we are working to fix this. In the meantime, please let us know what device you’re using, and we’ll be in touch once the resolution is in place.

What operating model do I need?

TVNZ OnDemand for Android was built to run on Android 4.3 and above, preferably.

TVNZ OnDemand doesn't work on my Android device. Why not?

This could be due to one of many reasons, the first and most likely case being that the specs of your device do not work with TVNZ OnDemand.

We’ve done our best to acquire and test the app on as many different Android devices as possible, but unfortunately there’s no guarantee that the OnDemand app will work on some as well as it does on others.

If you’re having trouble with the TVNZ OnDemand app, unfortunately it may simply be that our app isn’t compatible with your device, especially if it’s an older model.

Can I Chromecast using the TVNZ app on my Android device?

Good news! We've launched Chromecast on iOs and Android. Make sure to update to the latest version of the app to get Chromecast on your device.

Currently though, we don't officially support Sony Android TV models with Chromecast built into them.

I have one of the devices that's supported so why can't I find the app in the Samsung App Store?

Hmmm, it's likely that your device is running an OS version lower than Android 4.1 or above. You can check which software version you are running by going to "Settings > About Device > Android version". Advice on upgrading your software version can be found here.

It's also possible that you're signed in to the Samsung App Store with an overseas ID. Make sure you sign in with your NZ account as the app is only available to folks based in New Zealand!

Why can't I choose a video stream quality?

Our TVNZ OnDemand app uses a technique called 'adaptive bitrate streaming'. In English, this means it works by detecting your available connection speed and device capabilities and then selects a picture quality that best matches these at that very moment. Clever eh?

If your available connection speed changes while video is being played out, the picture quality will adjust as required. This results in very minor freezing of video, fast start time and ultimately the best viewing experience possible regardless of your device or connection speed. Hope that translation helped!

How much of my Internet data cap will I use up?

How much of my Internet data cap will I use up?

Watching TVNZ OnDemand online video uses a lot less data than many people think.

The app works by delivering the best picture quality possible at any given moment.

The data usage is based on the default bitrate streaming of 300kbps for PCs and laptops. Smart TVs, tablets, smartphones and gaming consoles which use adaptive streaming, are based on the highest streaming level available of 1000 kbps and 800kbps for gaming consoles. Actual data usage on these devices may vary depending on the connection speed available to the viewer on their respective ISP plan.

Charges for data usage by your Internet Service Provider (ISP) are not included or covered. We suggest speaking with your ISP if you have any concerns about your data usage.

Can I watch shows with a 3G connection?

Yes, but be aware that a 22-minute show could use as much as 161MB of your available data.

If you are receiving a message in the TVNZ OnDemand app saying "we'd hate to interrupt your viewing, so please verify your email address soon" even though you have already received confirmation that your email address has been verified, try the following steps:

- make sure you have the latest firmware updates for your device

- make sure you have updated to the latest available version of the TVNZ OnDemand app

Hopefully this will resolve the issue, but if you have tried the above steps and are still seeing the message, please get in touch and let us know.

Ads play but the video doesn't. What can I do?

If advertisements play but shows won’t, followed by an error message either saying ‘Video not playable at this time’ or ‘Processing DRM failed’, please try the following.

Head to the Android play store and search for ‘DRM Info’. Download the first app to be suggested. It should be by Android Fung.

Please run this app, which will tell you specifically whether Google Widevine Modular DRM is supported or not. If you don't have Google Widevine Modular support, unfortunately TVNZ OnDemand won't work.

Why won't video play back at all?

First check that you aren’t on a 3G connection and your app settings “Let me play videos when using my mobile data” is switched off.

Is your device jail broken? We are unable to support jail broken/rooted devices as this breaches the contractual agreements we have with our content providers.

If your device is not jailbroken but you still have a problem with videos not playing then please contact us.

My video has stopped playing. What can I do?

There are three things you can do to try and reset the app to get video working again:

- select the Task Manager button on the bottom left of your device. Find TVNZ OnDemand app and swipe upwards to close.

- alternatively, refer to the Samsung support website for more infomation on how to close apps on your particular device.

2. Try restarting your device. Hold down the power button on the right side of your device and wait until the Power Off message appears. Select Power off, wait 30 seconds then hold down the power button again to turn your app back on.

3. Delete the app from your device and re-download from the Samsung or Google Play Store.

Can I watch TVNZ OnDemand on the browser on my phone or tablet?

Why do I get a picture and no audio when watching video?

Aahhh please double check your device isn't on mute. Don't worry, it happens to the best of us!

Why do I get audio and no picture when watching video?

This could be because you might not have enough bandwidth available to watch the video, so the app has downgraded to an audio-only stream. We would recommend trying to watch the video on TVNZ OnDemand, using a computer on the 1500k setting. If that plays without freezing then there may be another issue, in which case you should contact us. Please and thank you.

Can I use the TV-Out (HDMI) capabilities of my device?

Not at this time, alas, due to rights restrictions.

Why am I being asked to update my TVNZ OnDemand app?

As were constantly changing and improving systems to ensure you have the best product possible, we will have made an update to the app that is critical to its use. Because of this, TVNZ OnDemand have locked the previous version of the app (goodbye) and you'll now need to update in order to continue using the service.

How do I contact TVNZ OnDemand?

Easy, you can contact TVNZ OnDemand via our Contact Form by clicking here.

What can I watch on Live TV?

With Live TV, you're now able to watch channels TVNZ 1, TVNZ 2 and TVNZ DUKE live, on the TVNZ.co.nz site and in the app.

So, if your favourite show plays on any of our channels, you can watch it live with TVNZ at the time it would play on TV!

Can I rewind a Live TV stream?

Unfortunately, we're unable to offer a rewind function with our Live TV due to rights agreements.

However, if you catch the end of something and feel like watching the start, or earlier episodes of the show, we'd recommend you check whether there's an OnDemand catch up episode available!

I can't find Live TV on my Samsung TV or FreeviewPlus app. Why not?

Unfortunately, due to the technical limitations of some Samsung TV models and other devices running FreeviewPlus, we're unable to deliver Live TV functionality to these endpoints.

What device can I watch Live TV on?

You can watch TVNZ's Live TV using any of the following supported devices:

PC/Laptop browser

Mobile web browser

iOS and Android apps

Playstation 3 & 4

W10 app on Xbox One, Surface and Mobile

If the app or Live TV streams aren't working for you, pleaes make sure your device is supported here.

I want to know what's coming up on a channel. Where do I find this?

We'd recommend heading to the TV Guide which you can find by mousing over 'Live TV' at the top of TVNZ pages.

If you're in the app, each Live TV channel has a 'What's On' belt below the video player detailing upcoming shows on that channel. You'll find the channels in the app's burger menu.

Are there other ways to watch video live?

Live TV isn't the only way to watch content live with TVNZ. We also have select shows presented live on their own, some with the ability to rewind and start from the start.

These shows are:

Breakfast

1 News at Midday

Te Karere

1 News at Six

Seven Sharp

1 News Tonight

Q+A (starting Sunday, 7 August

Survivor NZ

This list is subject to change, as in the past we've live streamed What Next? and a number of eSports shows.

A particular show I want to watch live isn't available. Why not?

If a show isn't available live, we'd recommend using the Live TV option to try watch it. Whether it broadcasts on TVNZ 1, 2 or DUKE, you will be able to watch that show on this channel using our Live TV functionality.

If the show isn't on one of our broadcast channels, unfortunately due to the current rights agreements we have with content providers, we are unable to offer standalone live streams of every single show we have at the present moment.

Will I still need to watch ads?

We’re playing TVNZ 1, 2 and DUKE at the same time as things play on TV – and this does include the ads.

How does the TV Guide work?

You’ll be able to see what’s on across all of our channels.

Can I see what's been on already?

You can look back 24 hours – and if the show you missed is available OnDemand, you can go directly to the episode by clicking on the show name and then the “Catch up” link

How do I add a show to My Favourites?

If you're using the app, either long press the show tile you want to Favourite to get that option, or choose 'Favourite' on the show's page.

How will videos be automatically added to My Favourites

New episodes of your Favourite shows will be added automatically to the top of the list as soon as they’re available.

Why am I receiving multiple notifications for certain shows?

Some shows - such as Criminal Minds, Castle, The Fosters and The Amazing Race are currently premiering on TVNZ OnDemand on the same day as the U.S. as well as airing on TV a couple of months later. This means two episodes of each show are being added each week.

Currently, you’ll get notified when we add any episode of a show that’s in your Favourites list.

We’re working to improve our notifications so you only receive them for the season you’re watching so watch this space.

Where is my watchlist?

You can now find the latest episodes of your favourite shows in your 'My Favourites' page.

To get there on desktop, hover over the OnDemand button in the top navigation bar on the site, then select My Favourites from the drop down. On the apps, you'll find My Favourites in the burger menu.

While the watchlist is no longer its own standalone belt, the My Favourites page is ordered like the watchlist was.

When a new episode publishes for a show you've favourited, that show will jump to the top of your My Favourites page. Then, when the episode of another show publishes, that show will push to the top of the page.

This means your My Favourites page is ordered by the latest episodes to publish, but in a more vertical fashion.

What is the My Favourites page?

My Favourites is home to all the TVNZ OnDemand shows you love. It’s where you’ll find each show that you’ve added as a Favourite, and every episode you can watch right now.

As always, new episodes of your Favourite shows will be added automatically, and any expiring episodes will include a handy badge so you don’t miss out

A handful of your Favourite shows also appear as soon as you log in – just click ‘more’ to see the full list.

We’ll add any new episodes to the top of your My Favourites list so you’re always connected to the latest.

If you're using the app, the latest episodes of your shows will be automatically added to the New Episodes belt.

How will I know when a new episode has been added to My Favourites?

The episode will have a 'New' badge underneath it.

Any episodes that are soon to expire will also include a badge so you don’t miss out.

Why am I receiving multiple notifications for certain shows?

Some shows - such as Criminal Minds, Castle, The Fosters and The Amazing Race are currently premiering on TVNZ OnDemand, same day as the U.S. as well as airing on TV a couple of months after U.S. transmission. This means two episodes of each show are being published each week.

Currently, you’ll get notified when any episode of a show you’ve added to your favourites is published. We’re working to further improve the notifications so you only receive them for the season you are watching so watch this space.

Can my TV or Blu-ray player get the TVNZ Ondemand application?

TVNZ OnDemand app is crashing on my TV. What can I do?

The TVNZ OnDemand app has been known to experience timeout/crashing issues when using a variable broadband connection. This may be related to an issue with your router, your connection speed, or other devices on your network constraining the bandwidth available to your TV.

We would recommend turning off all other devices connected to the internet in your home network, and connecting your Samsung TV to your router with an Ethernet cable, rather than relying on WiFi (if you aren't already using a cable).

If the app is still crashing consistently with only a single SmartTV connected to your network, through an Ethernet cable, please perform a speed test (on a different device, immediately after the playback issue) and let us know the result: http://www.speedtest.net/

If you have tried all of the above and also made sure you have updated to the latest software (instructions available under “Why am I getting a messager saying “Error Code 1002?”), you can try resetting your television to the default factory settings. Go to Support > Self Diagnosis > Reset. If you have not changed the PIN, enter default PIN is 0000. All settings, except network settings will return to factory defaults.

If you are experiencing an issue where a particular episode is crashing at exactly the same point, every time, please let us know and we will investigate possible issues with that particular episode. You can contact us here

A particular video won’t play for me. What can I do?

1. Exit the TVNZ OnDemand application and then reopen it from the Smart Hub.
2. Select the video you were trying to watch and see if it starts video playback successfully this time.

If this does not solve the issue then please go to the TVNZ contact us form here where you can identify which video is not working for you.

Playback isn’t steady/is stuttering. What can I do?

If a video is stuttering or freezing during playback, this could be related to an issue with your broadband connection.

We would recommend checking your broadband connection on another device in your household to see if it is a problem with your broadband connection causing the issue.

How do I set up the Wi-Fi on my Samsung Smart TV?

For instructions on how to set up your Samsung Smart TV, please visit the Samsung NZ site at www.samsung.com/nz/tvnz

Why do I have to logi n to the TVNZ OnDemand app?

We’ve changed TVNZ OnDemand to make it work better. There are a few reasons why we’ve needed to make login or registration compulsory.

1. So the site works properly.We’ve added some new features that make TVNZ OnDemand better and more personal, like the ability to create a watch list and use ‘pick up and play.’ These things only work if you have a login. And as our content library grows, we’ll introduce even more useful functions.

2. So we can provide advertising that’s more relevant to youOur advertisers (and their ads) keep things running and help us buy and make shows for you. Sometimes advertisers will want to speak to specific audiences, so asking for simple info like your age and gender means we can deliver that.

How do I know which button does what?

On your Samsung Smart TV remote use the left / right / up / down buttons to navigate the TVNZ OnDemand menus and content tiles. To select a menu item or content tile use the enter button.

How do I exit full screen mode?

On your Samsung Smart TV remote use the return button.

Can I fast forward and rewind video?

On your Samsung Smart TV remote use the fast forward and rewind buttons. One press of the fast forward or rewind button will move the video along by 30 seconds. If you press and hold the buttons then the video will move along at a faster rate which you will be able to see happening on the time indicator at the bottom of the screen

Can I pause and resume my shows?

On the Samsung Smart TV remote use the pause and play buttons. With the Pick Up and Play feature you will also be able to resume watching the same video next time you come back to the TVNZ OnDemand Samsung TV app.

Can I change the quality of the video picture?

As a viewer you are unable to select video quality. The TVNZ OnDemand service automatically delivers you the best picture quality possible at any given moment based on the bandwidth available to your device. This services is called adaptive streaming.

Can I control the application with voice control?

The TVNZ OnDemand app does not respond to voice control.

I want to take my television or Blue-Ray player outside of New Zealand with me. Can I still watch TVNZ OnDemand in another country?

No. TVNZ OnDemand videos are only viewable from within New Zealand due to our rights agreements.

Why am I getting an error message about my timezone or region?

If you are trying to use the app from outside of New Zealand then this message is correctly displaying as the application is only usable from within New Zealand.

If you are in New Zealand then then there are a couple of reasons you may be receiving this message

Firstly make sure you aren’t trying to watch TVNZ OnDemand via your Samsung TV’s web browser. The new version of TVNZ OnDemand is not supported in smart TV web browsers and you will need the TVNZ OnDemand app in order to watch on your Samsung TV.

- Next you may need to alter the timezone setting on your device. This can be done by following these steps:

If, after completing the above steps you are still unable to use the TVNZ OnDemand app, then you may also need to change the region setting on your device. Check your user manual or contact Samsung Support (http://www.samsung.com/nz/support/) to find out how to do this.

If you have checked both of the above and are still receiving this message, then contact us with your Samsung TV or Blu Ray player make and model number and we can investigate the problem further. You can contact us here.

How do I contact TVNZ OnDemand?

Easy, you can contact TVNZ OnDemand via our Contact Form by clicking here.

How do I know what year my TV is?

All Samsung TVs have a model code on their back panel, made up of some numbers and letters. This is likely to look something like this:

A particular video won’t play for me. What can I do?

2. Select the video you were trying to watch and see if it starts video playback successfully this time.

If this does not solve the issue, please visit our contact form here to us to let us know which video you are having problems with.

Playback isn’t steady/is stuttering. What can I do?

If a video is stuttering or freezing during playback, this could be related to an issue with your broadband connection.

We would recommend checking your broadband connection on another device in your household to see if it is a problem with your broadband connection causing the issue.

How do I set up the Wi-Fi on my FreeviewPlus TV?

For instructions on how to set up your FreeviewPlus TV, please refer to the user manual for your particular model/make.

Why do I have to login to the TVNZ OnDemand app?

We’ve changed TVNZ OnDemand to make it work better. There are a few reasons why we’ve needed to make login or registration compulsory.

1. So the site works properly.

We’ve added some new features that make TVNZ OnDemand better and more personal, like the ability to create a watch list and use ‘pick up and play.’ These things only work if you have a login. And as our content library grows, we’ll introduce even more useful functions.

2. So we can provide advertising that’s more relevant to you

Our advertisers (and their ads) keep things running and help us buy and make shows for you. Sometimes advertisers will want to speak to specific audiences, so asking for simple info like your age and gender means we can deliver that.

How do I know which button does what?

Any controls are generally indicated at the bottom of the screen with an indication of which button needs to be pressed to carry out the task you want to do.

Can I fast forward and rewind video?

Yes, using the fast forward and rewind buttons on your remote control. One press of the fast forward or rewind button will move the video along by 30 seconds. If you press and hold the buttons then the video will move along at a faster rate which you will be able to see happening on the time indicator at the bottom of the screen.

Can I pause and resume my shows?

Yes, using the pause and play buttons on your remote control. With our new Pick Up and Play feature you will also be able to resume watching the same video next time you come back to the TVNZ OnDemand app.

Can I change the quality of the video picture?

No, the application delivers you the best picture quality possible at any given moment based on the bandwidth available to your device.

I want to take my FreeviewPlus device outside of New Zealand with me. Can I still watch TVNZ OnDemand in another country?

No. TVNZ OnDemand videos are only viewable from within New Zealand due to our rights agreements.

Why am I getting an error message about my timezone or region?

If you are trying to use the app from outside of New Zealand then this message is correctly displaying as the application is only usable from within New Zealand.

If you are in New Zealand then you may need to alter the timezone setting on your device to a NZ timezone. This can be done by following the instructions in the user manual for the device.

I'm having trouble loading the FreeviewPlus app. What do I do?

If you are having trouble loading the Freeview app, please contact Freeview here.

I'm having trouble using the TVNZ OnDemand app through my FreeviewPlus. What do I do?

If you are having trouble using the TVNZ OnDemand app while on your FreeviewPlus, please contact us here.

How do I contact TVNZ OnDemand?

Easy, you can contact TVNZ OnDemand via our Contact Form by clicking here.

Which devices can I use Pick Up and Play on?

If your device supports TVNZ OnDemand, then it supports Pick Up and Play too!

Simply log in to TVNZ OnDemand and it'll have your details saved and ready to go, including what you've partly watched and where you reached in an episode.

How does Pick Up and Play work?

Pick Up and Play works by using your login to remember the exact point you reach in any episode you don't quite manage to finish.

In doing this, whether you change device or have to pause watching your favourite show for any number of reasons, that episode will be ready and waiting at the exact point you were up to when you're ready to continue!

So, imagine you're halfway through a Shortland Street episode on TVNZ OnDemand on your TV, and you feel like watching the rest of it in bed on your phone. You can. Simply exit the app, grab your phone and the episode will be ready and waiting at the point you'd reached on your TV. Cool huh?

A particular video won't play for me. What can I do?

2. Select the video you were trying to watch and see if it starts video playback successfully this time.

If this does not solve the issue, please contact us at https://www.tvnz.co.nz/ondemand/contact-us to let us know which video you are having problems with.

Playback isn't steady/is stuttering. What can I do?

If a video is stuttering or freezing during playback, this could be related to an issue with your broadband connection.

We would recommend checking your broadband connection on another device in your household to see if it is a problem with your broadband connection causing the issue.

A video froze and now it and/or other videos won't play. What can I do?

If a video freezes and won't resume, and other videos won't play after this either, please try completely shutting down the TVNZ OnDemand app. Upon launching it again, video should play fine.

Why do I have to login to the TVNZ OnDemand app?

We’ve changed TVNZ OnDemand to make it work better. There are a few reasons why we’ve needed to make login or registration compulsory.

1. So the site works properly.

We’ve added some new features that make TVNZ OnDemand better and more personal, like the ability to create a watch list and use ‘pick up and play.’ These things only work if you have a login. And as our content library grows, we’ll introduce even more useful functions.

2. So we can provide advertising that’s more relevant to you

Our advertisers (and their ads) keep things running and help us buy and make shows for you. Sometimes advertisers will want to speak to specific audiences, so asking for simple info like your age and gender means we can deliver that.

How do I know which button does what?

On PS3 / PS4

Controller buttons on the left of the controls: Left, Right, Up, Down direct the focus state. Controller buttons on the right of the controller: X = select item, O = back to previous. From the Live TV screen: Any button will invoke the TV Guide overlay

Can I fast forward and rewind videos?

On PS3 / PS4

Yes, if you select 'X' while you are playing the video - the player controls display. From here you can select the fast forward or rewind buttons. If you press and hold either button then the video will fast forward / rewind at a faster rate. You will be able to monitor progress via the scrubber bar at the bottom of the screen.

Can I pause and resume shows?

On PS3 / PS4

Yes, if you select 'X' while you are playing the video - the player controls display. From here you can select the pause and play buttons.

Can I change the quality of the video picture?

On PS3 / PS4

No, the application delivers you the best picture quality possible at any given moment based on the bandwidth available to your PS3 / PS4.

I want to take my "PS3"/"PS4" outside of New Zealand with me. Can I still watch TVNZ OnDemand in another country?

No. TVNZ OnDemand videos are only viewable from within New Zealand due to our rights agreements.

Why am I getting an error message about my timezone or region?

If you are trying to use the app from outside of New Zealand then this message is correctly displaying as the application is only usable from within New Zealand.

If you are in New Zealand then you may need to alter the timezone setting on your device to a NZ timezone. This can be done by following the instructions in the user manual for the device.

I'm having trouble using the TVNZ OnDemand app through my "PS3"/"PS4". What do I do?

If you are having trouble using the TVNZ OnDemand app while on your PS3 or PS4, please contact us here

How do I contact TVNZ OnDemand?

I can't find the TVNZ OnDemand app on my Windows 10 device. What do I do?

If you can't find our app in your Windows Store, we'd recommend checking the region settings on your device. You can do this by heading to the Start menu of your device, and navigating to Settings, then to Time & Language.

From there, you'll need to change your region to New Zealand, as TVNZ OnDemand is only available to viewers inside New Zealand.

I am getting an error message which says "Video has failed to play. Please try again." What should I do?